Customer Success Manager - Japan (Enterprise & Financial Institutions)
Alpaca
American Samoa, Australia, Bangladesh, Bhutan, British Indian Ocean Territory +48 moreremotePosted 18 days ago
Skill Required
Customer-SuccessCustomer-Success-ManagementAccount-ManagementEnterprise-Account-ManagementEnterprise-Customer-Success-ManagerCustomer-Success-ManagerFinancial-Customer-Success-ManagerEngineeringbuildingfintechSparkAPIsandGoFulltime
Key highlights
- Competitive Salary & Stock Options
- 4–6 years of required experience in customer success, account management, or client coverage
- Native Japanese and business‑level English required
- Monthly stipend of USD $150 via Brex Card
- $400 million in funding from top‑tier investors
- Remote‑friendly, globally distributed team
Role overview
Alpaca’s Customer Success Manager for Japan is the front line in enabling global financial market access by managing post‑launch relationships with B2B/enterprise customers. The role focuses on ensuring partner satisfaction, driving feature adoption, and serving as the primary liaison for Japanese clients while collaborating cross‑functionally to shape product and operational priorities.
Responsibilities
- Post‑launch customer success (primary focus)
- Act as the primary contact for B2B/enterprise customers in Japan, accountable for healthy, ongoing relationships with key stakeholders throughout the customer lifecycle: onboarding, activation, expansion, and renewal
- Ensure customer satisfaction, retention, and success across a portfolio that includes both fintech and enterprise financial services clients
- Develop and execute customer success strategies by building strong customer relationships, aligning on business goals, forecasting growth, proactively mitigating risks, and sharing best practices
- Drive adoption of Alpaca features (new and existing) among Live Partners
- Manage escalations—internally and externally—with a focus on customer empathy and clear communication in Japanese and English
- Act as the voice of the customer internally by communicating account health, identifying improvement opportunities, and partnering cross‑functionally to influence product and operational priorities
- Develop success strategies tailored to the Japanese market and enterprise client expectations
- Support pre‑sales conversations with prospective enterprise and fintech clients in Japan, drawing on your knowledge of the local financial industry
- Assist customers during the API integration phase—helping bridge technical and business stakeholders, coordinating with Alpaca’s solutions and engineering teams, and ensuring a smooth path to launch
- Contribute to improving Alpaca’s Japan go‑to‑market motion based on field learnings
- Act as the primary contact for B2B/enterprise customers in Japan, accountable for healthy, ongoing relationships with key stakeholders throughout customer lifecycle: onboarding, activation, expansion, and renewal
- Ensure customer satisfaction, retention, and success across a portfolio that includes both fintech and enterprise financial services clients
Requirements
- Native-level Japanese and business-level English, with the ability to communicate effectively with Japanese enterprise clients and Alpaca’s global teams
- Client coverage experience in the Japanese financial industry — brokerage, asset management, banking, securities, or related sectors; you understand how enterprise financial institutions operate, buy, and partner
- 4–6 years of experience in customer success, account management, or client coverage, ideally serving enterprise financial institutions in the Japanese financial industry
- Experience in fintech, broker‑dealer, capital markets, or related financial services, with an understanding of trading workflows and products such as US equities and options
- Familiarity with SaaS, APIs, and technology‑driven financial services
- Self‑motivated, adaptable, and able to thrive in a fast‑paced remote environment, balancing autonomy with cross‑functional collaboration
- A collaborative, partner‑first mindset with a strong sense of ownership, curiosity, and a willingness to learn and contribute wherever needed
Benefits
- Competitive Salary & Stock Options
- Health Benefits
- New Hire Home‑Office Setup: one‑time USD $500
- Monthly Stipend: USD $150 per month via a Brex Card
Additional details
- Alpaca is a US‑headquartered, global leader in agent‑first brokerage infrastructure for stocks, ETFs, options, crypto, fixed income, 24/5 trading, and more
- Alpaca is a licensed financial services company serving hundreds of financial institutions across 40 countries with institutional‑grade APIs, including broker‑dealers, investment advisors, wealth managers, hedge funds, and crypto exchanges, totaling over 10 million brokerage accounts
- Alpaca’s global team consists of 400+ members distributed worldwide, including the USA, Canada, Japan, Hungary, Nigeria, Brazil, the UK, and beyond
- Alpaca is deeply committed to open‑source contributions and fostering a vibrant community, continuously enhancing its award‑winning, developer‑friendly API and the robust infrastructure behind it
- Alpaca is proudly backed by $400 million in funding from top‑tier global investors including Portage Ventures, Spark Capital, Tribe Capital, Social Leverage, Horizons Ventures, Opera Tech Ventures, SBI Group, Derayah Financial, Unbound, Peak XV, Elefund, and Y Combinator
- Core values: Stay Curious, Have Empathy, Be Accountable
- Alpaca is an equal‑opportunity workplace dedicated to hiring a diverse workforce
- Recruitment Privacy Policy is available
- Job originally posted on Himalayas